International Journal of Procurement Management (17538432)18(3)pp. 357-386
This paper seeks to conceptually propose a new model of buyer-seller relationship quality (RQ) and then to empirically test the model. Considering several variables in the field of business relationships, this research gives emphasis to mediating and moderating variables. Using a mixed method approach, qualitative research is used to develop our understanding of the buyer-seller RQ and to achieve a new conceptual model. Then the partial least squares (PLS) method is used to quantitatively test the conceptual model. The results indicate that two categories of variables affect the buyer-seller RQ, which we termed inter-organisational and inter-personal variables. Also, RQ and customer perceived value (CPV) serve as mediating variables in the buyer-seller RQ model to influence attitudinal and behavioural loyalty. Additionally, market turbulence and seller openness has been found to play the role of moderating variables. © 2023 Inderscience Enterprises Ltd.
Iranian Journal of Management Studies (20087055)15(1)pp. 49-68
Multi-channel marketing causes the customer to lack a unique identity in different channels. This issue overshadows the synergy of the channels in strengthening the positive attitude of the customers. However, an omnichannel marketing strategy can work properly. The main purpose of this study, which was conducted in Agriculture Bank of Iran, was to develop a comprehensive model for calculating customers’ lifetime values, analyzing customers’ behaviors in different channels by association rules data mining, and analyzing the relationship between omnichannel strategy and CLV. First, the association rules in the big data of customers’ banking transactions in different channels were identified using association rules data mining. Then, the CLV indicators were identified and prioritized using interviews, questionnaires, and AHP methods, and the lifetime values of omnichannel and other customers were calculated and compared using t-test. Then, omnichannel customers were categorized based on the association rules and the lifetime values of omnichannel customers of different categories was compared using ANOVA method. Eleven association rules regarding the use of banking channels by omnichannel customers were identified. The results show that there is a significant difference between the lifetime values of omnichannel customers and other customers and the lifetime values of omnichannel customers is 134% more. © 2021 University of Tehran, College of Farabi. All Rights Reserved.
International Journal of Business Excellence (17560055)25(1)pp. 1-20
The objective of this study is to assess the packaging elements that affect customers’ choices through an indirect tool (SMI RED250). The focus here is to find which elements of the packaging affect consumers’ choices in selecting the exposed product. Two tasks relating to a restaurant and health clinic were introduced and distributed to the participants in a random manner. In these two tasks, the participants were instructed to choose among five brands of Camel-Doogh for consumption in a restaurant or health clinic. The statistical sample consisted of 30 students and staff members from the University of Shahid Beheshti in Tehran, Iran, in running the experiment. The eye-tracker measured the participants’ visual attention regarding these tasks. Measuring the level of attention and determining which packaging elements contribute to product selection can lead to more success in marketing a new product to the target market. The obtained results indicate that in the restaurant task, only the visual elements had a significant positive correlation with the individual’s choice. In the health clinic task, the visual elements led directly to product selection, and verbal elements led indirectly to product selection through brand awareness. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Hospitality and Tourism Administration (15256480)22(4)pp. 429-454
The present study aims to analyze the factors affecting medical tourists’ revisit and recommend intention such as perceived authenticity, destination image, perceived value, and satisfaction. To this end, a 50-item questionnaire is distributed among 384 medical tourists who have visited Iran’s hospitals and beauty clinics in the spring, summer, and fall of 2017. The results indicate that medical tourists’ perceived authenticity of medical centers has an impact on their destination image, and both of these factors affect their perceived value and satisfaction. In addition, medical tourists’ satisfaction of their trip leads to their revisit intention and their revisit intention influence their word of mouth. © 2019 Taylor & Francis.
International Journal of Productivity and Quality Management (17466474)31(1)pp. 134-149
Today, the use of the internet for commercial transactions and sales has dramatically increased. E-commerce has different models including the consumer-to-consumer (C2C) model. The purpose of this study is to identify the factors influencing Iranian users' intentions when buying from C2C websites. The research model was developed based on the factors affecting the trust between members of C2C websites and other factors impacting consumer buying behaviour. The data was collected from the users of two C2C websites in Iran. The research method was quantitative and data collection was performed using questionnaire. The collected data was analysed through structural equation modelling. The relationships between the variables in the research model including familiarity with other members, perceived similarity with other members, perception of structural assurances, trust propensity, trust in members, trust in website, intention to get information, and purchase intention from C2C website were tested using structural equation modelling technique. In the end, based on hypothesis testing results, important recommendations were suggested for better design and management of C2C websites. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432)13(4)pp. 462-481
The purpose of this research is to develop a customer knowledge management model adopting a social marketing approach for solving social problems by a case study for the facilitation of water market implementation. In this regard, mixed research and qualitative approaches consisting of thematic analysis and grounded theory, together with a quantitative approach (artificial neural network) have been used, and ultimately, a combination model has been proposed. The statistical population incorporates three groups of experts (academics, farmers and water industry experts) in the qualitative section of the research, and in the quantitative section, it includes farmers throughout the Zayandehrood Basin in Iran. One of the most important results of this research is the ranking of customer knowledge management indicators taking a neural network approach in predicting the social facilitation and planning, based on which it attracts popular participation in social issues. © 2020 Inderscience Enterprises Ltd.
International Journal of Business Information Systems (17460972)30(2)pp. 177-202
Social commerce is a new trend in e-commerce powered by social media. In this type of commerce, individuals share their knowledge, information, and experiences about different products and services. This paper employs the stimuli-organism-response model to investigate the factors affecting social commerce intentions among users of social networks a total of 514 persons on three favourite social networks in Iran (i.e., Telegram, Facebook and Cloob) were investigated. Analysis of the results applying the PLS-SEM approach disclosed that firstly website or application quality, perceived interactivity, and subjective norms act as stimuli to influence, relationship quality, social support, and attitudes toward social commerce as organisms, respectively; furthermore, the latter two organisms are also impacted by social commerce construct, which is a stimulus; and perceived interactivity impacts attitudes toward social support secondly social support, relationship quality, and social attitude as organisms together with subjective norms are positively associated with social commerce intention as the response; and finally social support has a significant positive impact on relationship quality which in turn influences attitudes toward social commerce. Copyright © 2019 Inderscience Enterprises Ltd.
Tourism, Culture and Communication (1098304X)19(1)pp. 17-29
The current study outlines the measurement of frontline employees' guest-directed ethnocultural empathy abilities in the context of Islamic hospitality in Iran. To this end, nine 4-and 5-star hotels located in three of the country's main cities were sampled for examining their frontline employees by a modified version of Scale of Ethnocultural Empathy. To test this scale and analyze the data, the variance-based technique of partial least squares structural equation modeling was selected. Out of the scale's dimensions, Empathic Feeling and Expression exerted the strongest influence on the ethnocultural empathy levels, followed by Empathic Perspective Taking, Acceptance of Cultural Differences, and Empathic Awareness. These underlying four dimensions accounted for more than two thirds of the total variance of ethnocultural empathy. This, along with the substantiation of convergent validity, discriminant validity, high reliability, and satisfactory model indices, indicates a high contribution of the above dimensions and their modified items to the quantitatively measurement of frontline employees' competencies to empathize with guests of other racial or ethnic groups. Hotel managers can take advantage of this scale to identify any likely weaknesses with such competencies in order to improve them based on the priorities that various guest segments seek. © 2019 Cognizant, LLC.
Journal of Convention and Event Tourism (15470148)19(4-5)pp. 420-445
The extant tourism literature contains only a limited number of studies that have examined brand equity and its determining factors for an island tourist destination. This paper aims to address this gap by developing a brand equity model in an island destination context from the perspective of both domestic visitors and experts. To this end, a two-stage qualitative and quantitative mixed method was taken into consideration. Applying content analysis and structural equation modeling, the results led to the conclusion that there are six dimensions for island brand equity construct as in the following: familiarity, image, value, quality, loyalty, and cultural and natural assets. According to the total effects, out of the dimensions, the construct of cultural and natural assets had the highest explanatory power. The results offer significant insight into island destination managers and policy makers to tailor their brand-building strategies. © 2019, © 2019 Taylor & Francis.
International Journal of Business Excellence (17560047)12(4)pp. 469-488
At present, social networking sites have provided an appropriate context for advertisement. Previous studies have investigated the attitudes toward advertisement in the traditional media and on the internet; however, there has been little examination of attitudes towards social network advertising. The very aim of the present study is to investigate the influential factors affecting the attitudes towards social network advertising. To achieve this aim, a structural model was formulated to analyse and test the factors present among users of an Iranian social networking site. The results revealed that factors such as entertainment, product information, social image, good for the economy, credibility, interactivity, materialism, and value corruption affect the attitudes towards social network advertising while the factor of irritation is not influential. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Electronic Customer Relationship Management (17500664)10(2-4)pp. 179-197
Social network sites such as Facebook are considered as a subcategory of social media. These services have attracted the attention of the researchers and prompted them to investigate and analyse the users' attitudes and behaviours in these sites. The aim of this research is to investigate the factors affecting social networks users' satisfaction. To achieve this aim, a structural model was applied to analyse and test these factors among the Iranian users of a social network site. The results indicated that factors, such as time responsiveness, usefulness, hedonic values, ease of use, format, perceived privacy and personalisation, are influential in social networks users' satisfaction, but utilitarian values have no effects on users' satisfaction with social networks. © Copyright 2016 Inderscience Enterprises Ltd.
In today's world, science and technology are constantly making progress. Most tasks are now computerized and are carried out using modern technologies. Recently, online stores have soared in popularity, with new ones appearing every day. Such stores provide numerous advantages for merchants and offer better service compared to their physical counterparts. However, quality of service is not the only reason some individuals tend to choose one over the other; this decision may be influenced by a number of other factors. This paper examines the impact of personality, more specifically introversion/extraversion, on online shopping tendencies. The population of the study includes graduate students at the University of Isfahan. A random sample of 92 individuals was drawn. The results indicate that perceived value of online stores has an eighty percent impact on the intention of introverted and extroverted individuals to engage in online shopping. Therefore, in order to encourage individuals to make more online purchases and increase profitability, online store owners need to promote perceived value. © 2016 IEEE.
International Journal Of Information Science And Management (20088310)13(SpecialIssue)pp. 1-15
Enterprise resource planning (ERP) plays an important role in today's enterprise management and is beginning to be the backbone of organizations and started working on the next-phase in the enterprise system life-cycle, referred to as ERPII.Implementation of ERPII projects takes a considerable time and resources from the organization. Therefore, it is essential that critical success factors (CSFs) of ERPII implementation are identified and prioritized. According to what was said, the main purpose of this paper is: Identification and prioritization of csfs in the ERPII implementation in iran. According to this objective, the authors initially use a related topic of csfs in ERPII systems implementation, which aims at identifying and investigating factors that result in more successful ERPII systems implementation that generate higher levels of value for organizations. Then this factors will be prioritized by analytic hierarchy process (AHP).
International Journal of Services and Operations Management (17442370)19(3)pp. 360-376
Brand is regarded as one of the most important assets of a company and plays a key role in its success. Among various dimensions mentioned for brand, in this survey the brand image has been concentrated. Having identified the most important indicators of forming brand image, the aim of this survey is to state its role in influencing passengers' purchase intention in Iran's aviation industry. For this purpose, structural equation modelling (SEM) method has been used. The research sample includes Iran airlines' passengers. A questionnaire has been used to collect information. Findings indicate that the brand image and its indicators have an important and detrimental role in passengers' purchase intention, and estimate a considerable portion of purchase intention variance. Copyright © 2014 Inderscience Enterprises Ltd.
International Journal Of Information Science And Management (20088310)11(SPL.ISS.)pp. 25-37
The aims of this paper are to measure the brand equity of e-banking services, and to improve the conceptualization of customer-based e-service brand equity. A pilot and a main study were conducted. The findings in this study support the model of customer-based brand equity in e-service. A pilot and a main study were conducted. This study used a sample of 130e-banking customers. From the interrelationships among the organization's presented brand, external brand communications, customer experience with organization, brand image, brand awareness and perceived quality emergebrand association and brand loyalty and ultimately, brand equity. Finally, Partial least squares (PLS) modeling offers diagnostic information about a conceptual framework forunderstanding of customer-based brand equityin e-services.
Brand equity is considered as a fundamental concept of digital world business setting so that influences marketing strategies considerably. In addition, service sector's share in Gross Domestic Production (GDP) of developed countries shows significant dependency of economy of these countries on service sector of business. This study investigates factors influence brand equity according to Aaker's model. A considerable portion of Iranian population includes juvenile ages and they are to obtain more effective training and education services in order to gain better social position in the future. So, educational institutions care about brand equity of their services. Data are gathered using questionnaires through random sampling in this study and the analysis of them is performed by regression analysis (RA), confirmatory factor analysis (CFA), and structural equation modeling (SEM) with computer softwares of SPSS, LISREL, and PLS. © 2013 IEEE.
International Journal Of Information Science And Management (20088310)10(SPL.ISSUE)pp. 137-152
Mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. The purpose of this study is to evaluate the role of mobile technology in customer loyalty. The Mellat bank mobile services are entering a new transition period. In response, the banking industrial is shifting its strategic focus away from attracting new customers, towards retaining existing customers through the promotion of customer loyalty. This paper investigates how mobile learning and the customer satisfaction influence customer loyalty. The adjustment effect of the mobile learning on customer satisfaction and customer loyalty is also analyzed. This study will also examine how mobile technology and mobile learning, affect both on improvement customer loyalty. The population of the study is Mellat bank. Results indicate that mobile learning support the customer satisfaction, and have a direct and positive effect on that. It also effects on improvement of mobile learning which allows us to reach the superior customer loyalty. Such mobile technology is due to the mobile learning. Actually, this article proposes an integrated model covering a variety of factors which influence mobile learners satisfaction, and show us how to track and evaluate customer' satisfaction and further strengthen the m-Learning system implementation.
International Journal Of Information Science And Management (20088310)10(SPL.ISSUE)pp. 25-37
This article proposes a revised technology acceptance model to measure customers 'acceptance of internet banking, in Iran. This study uses the technology acceptance model, theory of planned behavior and theory of perceived risk to build a comprehensive model. We designed a questionnaire and used it to survey a randomly selected sample of customers of internet banking, and In June 2010, a sample of 349 customers of national bank of Iran completed the questionnaire. We analyzed the data using structuralalequation modeling (SEM) to evaluate the strength of the hypothesized relationships, if any, among the constructs. The results provide support of the proposed model and confirm its robustness in predicting customers' intention to accept internet banking and imply that the perceived usefulness is the most important positive predictor and security risk is the most important negative predictor of the intention to use internet banking.
International Journal Of Information Science And Management (20088310)(SPL.ISSUE1)pp. 15-25
A successful E-CRM strategy and implementation should be able to demonstrate a shift in the number of interactions from higher cost channels to lower cost electronic channels. Combining this with the ability to demonstrate either sustained or improved relationship strength levels will provide a good overall indicator of the value of a company's E-CRM activities. Highly effective E-CRM comes when companies accurately allocate resources to those areas where they can have the highest impact. The technology acceptance model (TAM) is particularly useful for explaining and analyzing Information System-usage behavior and subsequently, the behavior is influenced by attitude and behavioral intention. Therefore, this study integrates TAM with an extension of innovation diffusion theory (IDT), IS innovation model, in a complimentary manner and, furthermore, empirically concludes some guidelines for practitioners to effectively assist in the diffusion of E-CRM in Clothing Industry. Based on 85 questionnaires collect from 15 clothing companies in Iran, the research finds that studies strongly support this hybrid technology acceptance approach Using the E-CRM Information System.
International Journal Of Information Science And Management (20088310)(SPL.ISSUE2)pp. 13-25
As mobile technologies are becoming more advanced and mobile devices are making a big impact on daily life, a new type of payment system named mobile payment (m-payment) has emerged, enabling users to pay from their wireless devices especially mobile phones. This paper analyzes currently available Wireless-payment systems and finds the stored-value card to be the best overall payment scheme for mobile banking. A good payment protocol should balance the requirements of security and convenience. WAP (Wireless Application Protocol) is one of the prevalent wireless technologies is being embraced by the banking sector. This leads us to suggest that multiple usages can be added to m-payment systems with higher security merit so that they can gain a critical customer base. This study is trying to compare the way of WAP , with other payment technologies and wants to show that by using Analytic Hierarchy Process(AHP) method in mobile banking can provide the goals of the users properly.
Communications in Computer and Information Science (18650929)92pp. 178-192
As e-commerce grows across industries worldwide , business are building web sites for presence as well as for online business. It is more than transferring current business operations to a new medium. This situation requires explaining main models, changing infrastructures, and notice to customer needs as their vital rights. Whilst increasing numbers of firms have launched themselves on the Internet, they are trying to consideration of the strategic implications of developing, implementing or running a Web site. Global competition, laws, and customer preferences are among the issues being affected by e-commerce. In this study many factors that effect on e-commerce are considered these factors have no technical issue in nature. Companies related factors, customers' knowledge, customers' trust and customers' behavior are the main effective factors in development of B2C e-commerce. In this research we surveyed the mentioned aspects by offering questionnaire to experts of e-commerce for companies. The results show there is a meaningful relationship between perception, knowledge, trust and attitude of customers and the company's capabilities in the other side with B2C e-commerce development. © 2010 Springer-Verlag Berlin Heidelberg.
Communications in Computer and Information Science (18650929)45pp. 64-75
Today firms deal to customers with variety attitudes and no limited demands. These attitudes are so multiplicity and changeable in nature. Some of them define from face to face deal and organizations try to evaluation in a good manner, but many attitudes of customers are not measurable by traditional ways. Therefore the companies design their structure according to customers' wants. This designing includes change on organization, mangers thought, personnel skills and e.g. Customer's wants depend on its attitude. Besides attitude of customers has several functions. In this research we survey the extent of vendors notice to the customers attitude in their organizational structure based on the functional theory of attitude. In the next step we will show the effect of that vendor's consideration on trust in e-purchasing. To this reason a questionnaire offered to 210 employees of automobile companies. Population was selected from the central office of four large car factories and the research method was descriptive. Results show the companies have noticeable plans for regarding customer's attitude. Further findings demonstrate the significant relationship between use of a well-designed websites by vendors and improve of one and more customer attitude functions and that has affect on their trust in e-buying. © 2009 Springer Berlin Heidelberg.
International Journal of Information Science and Management (20088310)7(2)pp. 57-65
Iran's Small and Medium Enterprises (SMEs) have been widely introduced in the market these days. In the emerging trend of electronic data interchange, Iran's political, economical and social issues have been diverted to a more aggressive approach to the world of e-commerce, that despite the shadowing issues of the past, Iran already internalized the promising craft of e-commerce through various IT adoption techniques and skills. In line with this, this study is aimed to the growing emergence on Iran's SMEs and how e-commerce contributes to the success of IT adoption. (Ajdari, 2007). This paper would further identify the ways and reasons how Iran thrived to its current status as a raising e-commerce country (Powers and Carvar, 1990) It's the main responsibility of governmental forces to enable organizational and national forces to gain dynamic control over resources and markets for a better e-Commerce take off (Moor & Benbasat, I996). Also, we will investigate fifty SMEs and surveys along with personal interviews will be conducted to locate findings, reasons, causes and effects in this regard. Study will focus on three main areas of SMEs including organizational, environmental and technological aspects. Results indicate the significant perceived value of government support in SMEs development in Iran (Dearing, 1990).
International Journal of Information Science and Management (20088310)7(1)pp. 91-105
This paper attempts to develop a method for readiness assessment of potential electronic commerce (e-commerce) success of Iran's insurance industry. This method can expand in other industries. Key factors impacting e-commerce are identified from Wells, D. and Thomann, j. (2006) researches. This model is a twodimension 3*4 matrix. Each dimension consists of variables that influence on insurance industries readiness. These variables on horizontal dimension are: People Readiness, IT Readiness, and Business Readiness and on vertical dimension are: Business Imperative, Executive Sponsorship, Development Method and Business Process Orientation. Each cells of this matrix evaluated by 5 questions. This research's data are collected via a 60-questions questionnaire-based survey from Iranian insurance companies. At the end of the research, the Iranian insurance companies were strongly recommended by us to invest on e-commerce and einsurance area.
Nowadays technology is growing fast and always adds new dimensions to our daily lives. In this way, Internet banking systems allow users to manage financial affairs such as checking account balances and transferring money between accounts as fast and easy as it can be. This study is done in Iran and Malaysia, the basic structure in Malaysia causes more concern, as well as use of this new way of banking. Also the differences between traditional and internet banking are more obvious in Malaysia. Therefore, we separately investigated the users of Parsian Bank of Iran- Isfahan Province and CIMB Bank of Malaysia-Kuala Lumpur. For the purpose of validating or disproving the research hypotheses, SPSS software and one sample t-test, two sample t-test, one way ANOVA and correlation analysis was used. Due to the nature of internet banking that occurs in the web network, not face to face, expected security is very important. Therefore, the linkage between security and trust is being investigated and the results show a positive correlation between these two variables. Statistical results show that, age and the level of education affected the attitude toward internet banking. But there is no statistical significant difference of the attitude between genders. © 2009 IEEE.
International Journal of Information Science and Management (20088310)6(2)pp. 79-98
This study aims at providing an explanation of Electronic Human Resource Management (E-HRM) and introducing its activities and tools. Furthermore, we investigate the effect of various independent variables such as job satisfaction, professional commitment, organizational commitment... on the effectiveness of HRM as a dependent variable. For this purpose, by cluster sampling from Iranian HR managers, 110 of them were chosen to participate in this study. Then, research hypotheses were examined by deploying multiple linear regressions to the data gathered from specially designed questionnaire. Findings indicate that E-HRM tools are rarely used, however, according to the experts' judgment if they are used, they would have a positive effect on the HRM output in Iranian organization. Finally, a model for assessing the effectiveness of HRM was proposed.
Communications in Computer and Information Science (18650929)12pp. 288-296
Security is very often mentioned as one of the preconditions for the faster growth of e-commerce. Without a secure and reliable internet, customer will continue to be reluctant to provide confidential information online, such as credit card number. Moreover, organizations of all types and sizes around the world rely heavily on technologies of electronic commerce (e-commerce) for conducting their day-to-day business transaction. Providing organizations with a secure e-commerce environment is a major issue and challenging one especially in Middle Eastern countries. Without secure e-commerce, it is almost impossible to take advantage of the opportunities offered by e-commerce technologies. E-commerce can create opportunities for small entrepreneurs in Middle Eastern countries. This requires removing infrastructure blockages in telecommunications and logistics alongside the governance of e-commerce with policies on consumer protection, security of transactions, privacy of records and intellectual property. In this paper, we will explore the legal implications of e-commerce security governance by establishing who is responsible for ensuring compliance with this discipline, demonstrating the value to be derived from information security governance, the methodology of applying information security governance, and liability for non-compliance with this discipline. Our main focus will be on analyzing the importance and implication of e-commerce security governance in developing countries. © Springer-Verlag Berlin Heidelberg 2008.
Communications in Computer and Information Science (18650929)12pp. 274-287
The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a conceptualization of mCRM delineating its unique characteristics because of Among the variety of mobile services, considerable attention has been devoted to mobile marketing and in particular to mobile customer relationship management services. Second, the authors discusses the security risks in mobile computing in different level(user, mobile device, wireless net-work,…) and finally we focus on enterprise mobile security and it’s subgroups with a series of suggestion and solution for improve mobile computing security. © Springer-Verlag Berlin Heidelberg 2008.
E-business as one of the ICT infrastructure has experienced a high growth in last three decade, such that the approach and planning of the organization to enter the global market and attract the new customer has been affected in this regard. However the application of E-business in commercial activities requires attention to a range of internal and external factors affecting it. Due to these factors and planning businesses for optimal use of e-business technologies these appliances not only will ensure the success of the operation but also it can provide the business growth. One of the items that may be affected by the implementation of e-business is the structure of the organization. Following the changes in the organizational structure, many other fields will be changed in the organization. One of the most important fields is the role and responsibilities of mangers. In this paper the impact of implication of E-business in three factors of organization structures including controlling, standardization of integration and centralization of the role of middle manager position will be reviewed. © 2015 IEEE.
